How to Design Your Customer Health Score

To decide if your customer success efforts are effective, you can check your churn rate. Yet, a lagging indicator like your churn rate has one major caveat: it gives you the information you need, after the fact.

This is exactly why customer success professionals use customer health scores to lead their efforts. A health score is a single actionable metric which you calculate by assembling multiple data points. It tells you who to pay attention to, and when.